Employment Opportunities at Offgrid - Electric Ltd

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Call Center Manager
Other Arusha District Arusha
Description
The Call Center Manager is expected to:
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  • Implement the Service Strategy through the management of efficient Call Centre operations, building and maintaining skilled resources in the provision of customer services and telesales
  • Monitor the timeous and efficient provision of customer services for inbound service response and telesales
  • Identify critical patterns and trends and recommend appropriate actions in consultation with the Head: Operations.
  •  Review and approve the monthly roster
  •  Oversee the identification and provision of training and coaching interventions to maximize customer service
  • Monitor customer satisfaction score and devise interventions to improve ratings
  •  Attend to escalated matters of a technical nature and liaise with the IT Department to resolve system performance
  •  Participate in weekly and monthly Call Centre team meetings to monitor the services provided and identify and resolve operational problems
  • Perform analysis to mine data to understand customer behavior, geographical differences, etc. to improve on service offerings
  •  Identify and assess risks to the business and formulate risk mitigating strategies for servicing management
  •  Keep abreast of best practice for Call Centre Management and customer servicing
  • Develop the annual budget for the Call Centre based on operational and financial targetsfor the Services Department
  •  Monitor the operating budget to ensure expenditure is aligned to budget allocations
  • Address budget variances with the Head: Services to clarify over or under-spend
  • Authorize expenses as per delegation of authority
  •  Participate in the recruitment of subordinates in collaboration with management and the Human Resources Department
  • Manage the performance of direct reports, ensuring agreement of annual goals, measuring performance against agreed goals and dealing with areas of non-performance
  • Manage the development of staff and identify training interventions in support of career development
  •  Input into the development of succession plans for the department in consultation with management
  • Coach and mentor team members to foster personal growth and teamwork
  • Approve leave, leave, subsistence and travel expenses as per delegation of authority
  • Provide updates to the Human Resource Department on any location changes of team members
  •  File documentation to ensure availability and ease of retrieval at all time
  •  Participate in weekly and monthly Operations team meetings
  • Communicate daily with the Head: Operations to provide the necessary updates on Call Center operations
  •  Develop and maintain relationships with the Call Center team to ensure business continuity and smooth running of operations
  • Support the collaboration across functions to understand and resolve problems on the ground
  • Engages customers via multiple channels to obtain feedback on how needs are being met
QUALIFICATIONS AND REQUIREMENTS

The successful candidate will most likely have the following qualifications, experience, and skills:

  • Relevant post-graduate qualification
  •  Professional qualifications in Customer Service would be advantageous
  •  6+ years’ experience in call center management Managerial and Technical Competencies:
  •  Knowledge of Call Center operations and systems
  •  Understanding of the local business environment
  •  Knowledge of the relevant legislation pertaining to the country
  •  Knowledge of basic financial principles
  •  Management skills
  •  Analytical skills
  • Relationship management skills
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Generic Competencies:

  • Communication skills
  • Problem-solving skills
  • Networking skills
  •  Negotiating skills
  •  Interpersonal skills
  • Planning & organizing skills
  • Time management skills
  •  Independent
  •  Customer-focused
  •  Results-driven
  • Ethical
  • Team player
  • Work under pressure
  • Self-motivated

WORKING CONDITIONS OFFICE BOUND/ON-SITE/TRAVEL

  • Based at the Call Centre, but will be required to travel to attend meetings
  • Willing to work extended hours
MODE OF APPLICATION / DEADLINE
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The deadline for submission for this position is 31st October 2019 at 1800 hours. Only shortlisted candidates will be contacted.

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